Client Reply is not setting ticket back to OPEN

[NC Software]

I have been using 3.0.90 for some time and this problem started within the past 24 hours with no change to the admin area.

Default Ticket Status for Client Reply is set to OPEN

When we respond to a ticket, the status is auto-set to "Responded" so it goes out of our main ticket listing. When the client replies, it used to come back as OPEN. Also, client replies to close ticket notifications ("your ticket will close in 24 hours if..." it is also NOT changing the status back to OPEN.

This is critical so we don't miss a client's follow-up question or issue!

The only change recently was an upgrade to MySQL 4.1.21 from 4.1.20. I'm still using PHP 5.1.4 with Zend 3.0.

Again, NOTHING has been changed in Kayako, we have just been "using" it! It's been working out great until this recent issue that is now discovered!

[Digital Mayhem]

okay can you do the following


Admin CP > Settings > Tickets > Default Ticket Status for Client Reply and make sure OPEN is still selected there.

[NC Software]

Steve,

Thank you for your reply. Yes, as stated in line 2 of my post, and it was all checked prior to this submission.

[NC Software]

Okay, the problem appears to be a change in the My.ini file for MySQL. I submitted a request at vBulletin for an optimization of MySQL based on my hardware/network configuration. They sent me the data below, and something in here is causing the problem. I changed My.ini back to pre-optimization and now Kayako is setting the status to OPEN on replies again. Here is the optimization/settings that do NOT work, i.e. something is a conflict with Kayako:

[client]
port=3306

[mysql]
default-character-set=latin1

[mysqld]
basedir = C:\Program Files\MySQL\MySQL Server 4.1\
datadir = F:\MySQL Data\
skip-name-resolve
safe-show-database
back_log = 75
skip-innodb
max_connections = 500
key_buffer = 512M
myisam_sort_buffer_size = 128M
join_buffer_size = 2M
read_buffer_size = 2M
sort_buffer_size = 4M
table_cache = 1800
thread_cache_size = 384
wait_timeout = 45
connect_timeout = 10
tmp_table_size = 512M
max_heap_table_size = 256M
max_allowed_packet = 64M
max_connect_errors = 10
read_rnd_buffer_size = 524288
bulk_insert_buffer_size = 8M
query_cache_limit = 8M
query_cache_size = 256M
query_cache_type = 1
query_prealloc_size = 163840
query_alloc_block_size = 32768
default-storage-engine = MyISAM

[mysqld_safe]
open_files_limit = 8192

[mysqldump]
quick
max_allowed_packet = 16M

[myisamchk]
key_buffer = 384M
sort_buffer = 384M
read_buffer = 256M
write_buffer = 256M

[mysqlhotcopy]
interactive-timeout

[NC Software]

This is what I was using, and now what I am back to using again. I removed all comments for conciseness. This is all active settings out of the My.ini file:

[client]
port=3306
[mysql]
default-character-set=latin1
[mysqld]
port=3306
basedir="C:/Program Files/MySQL/MySQL Server 4.1/"
datadir="F:/MySQL Data/"
default-character-set=latin1
default-storage-engine=myisam
max_connections=500
tmp_table_size=103M
skip-locking
key_buffer = 256M
max_allowed_packet = 1M
table_cache = 256
sort_buffer_size = 1M
read_buffer_size = 1M
read_rnd_buffer_size = 4M
myisam_sort_buffer_size = 64M
thread_cache_size = 8
query_cache_size= 16M
thread_concurrency = 8
myisam_max_sort_file_size=100G
myisam_max_extra_sort_file_size=100G
key_buffer_size=175M
read_buffer_size=64K
skip-innodb

If anyone has any optimizations to suggest, I'm all ears. Running a dedicated PHP server and dedicated MySQL server (two servers) both are new dual xeon Windows 2003 servers, RAID 5, dual NIC's (MySQL connects via internal private network)